Agent Ticket Access
Whether or not an agent can access a ticket is dependant upon a few factors. These factors have changed since the release of KB Support version 1.3.
Configuring Advanced Ticket Assignment
The Advanced Ticket Assignment extension for KB Support enhances the way in which tickets can be assigned to agents..
The following information will enable you to get up and running in the most optimal way.
Ticket Participants
A participant is someone who contributes towards a ticket on behalf of the customer. KB Support allows for an unlimited number of individuals to participate on a single ticket, and in keeping with our unique functionality of enabling guest customers to create and manage tickets, participants can also be guests as well as existing customers.
Anonymous Replies in Email Support
The Email Support extension for KB Support includes the Anonymous Replies feature. Before we go on, it is important to note that in order to make use of this feature, you must have the participants feature enabled within KB Support.
So what are Anonymous Replies?
Anonymous Replies are replies from addresses that are not recognised for the given ticket.
How do they Work?
Email Support will process replies from any email address that is associated with the identified ticket. That email can belong to the customer who opened the ticket, a member of their company, or a defined ticket participant.
By default, Email Support will reject any email reply that is not associated with the ticket.
With Anonymous Replies enabled however, Email Support will allow any email address to reply to an existing ticket and process the email attaching it to the ticket as a reply. Furthermore, the email address of the sender will be added to the list of participants for the ticket. That address will then be included in any future email communications to the customer regarding the ticket.
How to Enable Anonymous Replies
From the Tickets -> Settings page, click the Email Piping tab. The Anonymous Replies option is listed here. It is disabled by default so simply check the box and click Save Changes to activate the feature. Remember that the participants feature must also be enabled.
Considerations
This can be a very useful feature, but remember that in enabling it, anyone could potentially reply to any ticket. We therefore recommend you consider this carefully before enabling.
Searching for Tickets by ID or Number
Sometimes you know the ID or number of the ticket you need to work on, but finding it in the list of outstanding tickets can be time consuming. Especially, if there are a number of tickets outstanding in your queue.
With KBS, you can enter the post ID, or the number (if using sequential numbering) into the search field on the tickets list page prefixed with the # character, and if a match is found, it will be displayed for you.
Configuring WooCommerce
The WooCommerce extension for KB Support integrates your store with KB Support to provide a complete sales and support solution for you and your customers.
The following information will enable you to get up and running in the most optimal way for your website and store.
How to Hide Default Form Fields
Submission forms are always populated with some default fields which cannot be deleted via the Submission Forms page. However, it is still possible to hide any of those fields if you want to do so with some basic CSS code.
IMAP Options in Email Support
When the KBS Email Support extension connects to your mailbox, it does so using the standard IMAP flags. These include the mailbox server host name, the protocol to use (IMAP/POP3), the port number and the transport security.
However, from time to time, you may need to send additional flags in order to obtain a successful connection. This article describes how.
Requirements for Email Support
The Email Support extension requires the IMAP extension for PHP to be present. The IMAP extension is responsible for processing IMAP and POP3 connections from PHP and so without it, Email Support will not be able to connect to your mailboxes.
Replying to Closed Tickets via Email
The way in which Email Support handles an email in reply to a ticket that is currently closed depends on how you have configured the core KBS settings.